Self Service Portal
The Self Service Portal in Zoho Lens allows customers or field users to quickly raise a support request using a QR-based portal and get placed in the Service Queue. Once the request is submitted, admins can view it in the queue and assign it to an available technician. After accepting the request, the technician can connect with the user and start a remote visual assistance session.
Enable the Self Service Portal
Go to Settings > General > Self Service Portal and enable the Self Service Portal toggle.
Configure the Portal
The portal is configured using your organization name by default, which appears in the portal interface. A unique Technician Portal URL and Client Portal URL are generated automatically. Admins can update the organization name at any time, and the portal links will be generated accordingly.
Technician Portal URL
Technicians use this link to access and manage all customer support requests.
Client Portal URL
Customers use this link to raise support requests. You can also share department-specific links for direct queue access.
Manage Departments
Note: Only admins can manage departments within the portal to organize incoming requests. They can also filter requests by department in the Service Queue for easier management.
All departments can be made available in the client portal, or the list can be customized to display only the required departments.
The department can be selected by customers while submitting a session request through the portal.
Alternatively, a department-specific Client Portal URL can also be shared so that requests are automatically routed to the selected department.
Inbound Request Expiration Time
Admins can configure the Inbound Request Expiration Time to define how long a request remains active in the queue.
The minimum duration is 30 minutes, and the maximum is 2880 minutes. Requests that exceed the configured time are automatically marked as inactive.
Access the Client Portal
When the Client Portal URL is opened on a desktop or laptop, a QR code is displayed on the screen.
Users must scan this QR code using their mobile device to continue. The Client Portal can be accessed through the Zoho Lens mobile app or a mobile browser.
Raise a Support Request
After scanning the QR code, the Client Portal Form opens on the mobile device. The user or customer enters the required details such as name, email address, issue description, department (if enabled), and attachments if needed, and then submits the request.
The request is automatically created in the Service Queue, and the initial status is marked as Pending Assignment.
Service Queue – Managing Requests
Once a technician accepts the request, the session is connected. Technicians can view the requests assigned to them in the Service Queue, review the request details, accept the request, and initiate the remote session.
Admins can view all incoming portal requests in the Service Queue, assign requests to any available technician, and monitor the status of each request.
Reports
All Self Service Portal requests are also available in the Reports section, where admins can track details such as the number of portal requests, technician assignments, session duration, and request status history.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Zoho FSM Video Tutorials
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho CPaaS?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Jira Integration
Enhance your remote assistance capabilities powered by AR with Zoho Lens integration in Jira. By initiating remote assistance sessions directly from service requests, issues, and bug reports technicians can easily schedule sessions and update the ...Zendesk Integration
Enhance your remote assistance capabilities powered by AR with Zoho Lens integration in Zendesk. By initiating remote assistance sessions directly from service requests, technicians can easily schedule sessions and update the status of service ...Rebranding
The users with administrative privileges can rebrand Zoho Lens by including their company logo, favicon and name, besides customizing the portal URL. By making use of this feature you can Upload your company's logo Upload your company's favicon ...Customization
Zoho Lens contains rebranding options that let you set your company's name, logo, favicon, and portal URL. You can use Zoho Lens from a domain of your choice by mapping the domain to Zoho Lens. Click the following links to check out our ...Manage Technicians
The Manage Technicians section allows Super Admins and Admins to add and manage technicians within the organization. The number of technicians you can add depends on the number of licenses purchased. You can invite technicians individually or in ...
New to Zoho LandingPage?
Zoho LandingPage Resources